Transcript EFFECTIVE COMMUNICATION

EFFECTIVE
COMMUNICATION
Good Communication
Good communication is an essential tool for life. In Module
#2, we spoke of the importance of good communication during
an interview.
Being able to effectively communicate can allow you to
achieve better relationships in business, with family, and with
friendships.
Although good communication entails many aspects, for this
module we will focus on two areas:
 First – your Communications Skills or how you deliver
information.
 Second – your Listening Skills or how you receive
information.
Communication Skills
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Choose your words wisely. Ensure the words you use to
communicate represent what you truly feel. A good rule of thumb
to remember …
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“It is not what you say, it is how you say it.” Think before you
speak. Refrain from using curse words or words that attack. Use
words that explain what you feel and are trying to communicate.
Understand people have different perceptions. Just because
you tell someone something does not mean they understand what
you are trying to communicate. To ensure that you are understood
you must ask questions. The right questions will ensure you both
have the same perception.
Have the right Attitude. When you communicate, you are going
to deliver with one of three attitudes: Passive, Assertive, or
Aggressive.
Passive
When you choose to communicate Passively in a conversation,
you communicate by not saying a word. You are allowing an
action or a comment to stand. For example:
You are eating lunch with a co-worker and your co-worker
begins to eat french fries from your plate.
In this situation, you may choose not to say anything
(remaining passive). However, be mindful that when you
choose to remain passive, it also communicates that the action
may be repeated in the future. If you do not mind sharing, then
choosing to remain passive is a correct action. If you mind
sharing, then choosing to remain passive in this situation is a
incorrect action choice.
Aggressive
When you choose to respond Aggressively, you
communicate mostly from assumptions and primary
feelings. Words are usually not chosen wisely, you may
curse and you may be perceived as a threat.
In RARE cases, an aggressive response is appropriate.
For example: if you are in a life and death situation, and
you are defending yourself. However, in using the coworker example as before, responding aggressively would
NOT be an appropriate action. It would not be appropriate
to curse and yell at your co-worker for their innocent
assumption. NOTE: An aggressive response is RARELY
appropriate.
Assertive
An Assertive response is usually the most appropriate
choice to make when trying to communicate
effectively. In assertive communication, you care
enough to take the following steps:
1. Stop and think;
2. Take the other person’s feelings or circumstances into
consideration;
3. Choose your words wisely, and;
4. Share how you feel.
In the example of the co-worker, an assertive
response would be to say, “I would prefer if you
would not eat my french fries, please.”
Listening Skills
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Repeat what is said. When someone is giving you
information that is important, repeat what they have said.
You can respond with, “If I understand you correctly, you
want…”. This will not only show them you were
listening, but will also ensure that you remember what
was said to you later.
Write it down. One of the most effective ways to listen is
to write down what is said. You will find that you
remember better when items or parts of conversations are
written down.
Listen with your heart. Honestly caring about what the
other person is saying, will help you listen more clearly.
Listening Skills
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Maintain eye contact and provide non-verbal cues.
Maintaining eye contact with the speaker will help you
pay attention. As well, acknowledge what they are saying
with a nod or a one word response (for example; “yes” or
“right”).
Avoid outside distractions. If someone wants to talk
with you (whether business or personal) turn off your
phone, your radio, and your TV. This will ensure they
have your full attention.
Ask clarifying questions. If in listening to someone
speak, there are points which are not clear, ask questions.
However, you may want to write down your questions
until after they are finished speaking.
An Effective Listener
It has been said that there is a reason why we
have TWO ears and just ONE month. To
become an effective listener, open your ears,
control your speech, and open your heart.
Remember, there is a difference between
hearing someone and truly listening when
someone speaks. Applying good listening
skills will teach you a lot about yourself and
others in the process.
Start Early
Good listening skills begin early. To better prepare your
children for life you must begin to teach your children
good listening skills early. Good listening skills will also
prepare your children to eventually succeed in the
workforce.
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When you tell your child to do something, ask him/her to
repeat your instructions.
Teach your child to maintain eye contact when talking to or
listening to someone.
Read out loud to your child and then engage them in a
conversation about what you have read.
Engage your child in age-appropriate activities that promote
good listening skills (for example: playing a board game and
reading and following instructions).
Test
1. Two areas important when communicating are
communications skills and listening skills.
A. True
B. False
2. Responding passively in a conversation means that you do
not answer any questions when you are asked.
A. True
B. False
3. Hearing someone and listening to someone are one in the
same.
A. True
B. False
Test
4. Responding aggressively in a conversation means that you
do not choose your words wisely, you make people feel
threatened, and you act from primary feelings.
A. True
B. False
5. Maintaining eye contact, avoiding outside distraction, and
writing things down are examples of good listening skills.
A. True
B. False
6. Once a child finishes high school, they will learn good
communication skills.
A. True
B. False